Return & Refund Policy
Our return policy lasts 30 days from the date of delivery. After 30 days, unfortunately, we can't offer a refund or exchange.
How to Start a Return
All returns, exchanges, and defective-item replacements are handled through our self-service Returns Portal:
You will need:
- Your order number
- The email or phone number used on the order
- 5 photos ready to upload (3 of the product, 2 of the packaging — the portal walks you through each one)
Inside the portal you'll be able to choose from three options for each item on your order:
- Keep it — 25% partial refund. Keep the unit, no return shipping required.
- Return — 75% refund. A prepaid FedEx return label is emailed to you once your request is approved.
- Defective — free replacement. No return required; a brand-new unit ships to you at no cost. A short written description of the defect is required.
Our team reviews every submission within 1–2 business days.
Return Eligibility
Items must be within the 30-day return window to qualify. Please include all original packaging, tags, and accessories when possible.
If the original packaging is missing, a repackaging fee may apply.
Return Labels and Deadlines
Once your return is approved, a prepaid return label is delivered to you two ways:
- Emailed to the address on file as a PDF attachment.
- Available to download anytime inside the Returns Portal — just look up your order again and the label will be right there. Handy if you lose the email or need to reprint.
Return labels are valid for 30 days from the date of issue. If your return has not been shipped within that period, the label will expire and the return will no longer be eligible.
Return Shipping and Fees
Standard returns are subject to a 25% deduction from your refund to cover round-trip shipping and restocking costs. Defective-item replacements are 100% free — no return shipping, no restocking fee.
Non-Returnable Items
The only items that cannot be returned are those outside the 30-day window from the date of delivery. Everything else is eligible for return under our standard return process.
Refund Method
Approved returns are refunded to the original payment method. Once the return is received and inspected, your refund will be processed within 5–7 business days. Please note that your bank or credit card company may take additional time to post the refund to your account.
Partial Refund Option
The Keep it — 25% partial refund option is available directly inside the Returns Portal at the moment you file your request. Choose it if you'd rather keep the product without the hassle of shipping it back.
Damaged or Defective Items
If your item arrived damaged or defective, start a request through the Returns Portal and choose the Defective — free replacement option. Upload the 5 required photos plus a brief written description of the issue and we'll ship a replacement at no charge.
Order Cancellations
- Within 24 hours: You may request cancellation before shipment for a full refund by emailing support@portablehomeheaters.com.
- After shipment: Once the order has shipped, please start a request through the Returns Portal once the package arrives — do not refuse delivery.
Questions?
Start a return anytime at 544c3ce3.returnscenter.com, or email support@portablehomeheaters.com for anything the portal doesn't cover.